Salary Mid-Point: $0
Location: Waterloo ON
Job Type: Permanent

Title: Customer Care Manager

Location: Waterloo

Role Type: Permanent 

The Customer Care Manager is responsible for providing an overall positive experience to tenants, ensuring that any concerns are addressed in a timely fashion. This individual should foster an environment of respect and community engagement.

Primary Responsibilities:
  • Oversee general communication to tenants
  • Manage and oversee Customer Care Department
  • Be involved in interviewing, performance management and training of staff
  • Schedule staff to ensure smooth operations during office hours
  • Organize tenant appreciation events, supporting and guiding the marketing team
  • Final point of contact for tenant concerns
  • Communicate with property management, sales and other departments to coordinate inquiries, work orders, leads etc.
  • Respond to customer feedback and create analytics to report trends to the Senior Management Team
  • Recommend strategies to improve the tenant experience
  • Be involved in IT related ventures future software implementations
  • Work with customer service agents including responding to inquiries, fielding phone calls/ emails and greeting incoming traffic
  • Oversee email inbox for quality of responses
  • Training staff on understanding all company and department mandated procedures
  • Other duties as assigned
  • Bachelor’s degree in related field an asset
  • 5 years experience minimum
  • Ability to manage, lead and motivate a team
  • Excellent oral and written communication skills
  • Excellent customer service skills
  • Ability to develop and sustain cooperative working relationships with tenants and team members
  • Effective attention to detail and high degree of accuracy
  • Ability to work in a fast-paced, multi-tasking environment
  • Strong problem identification and problem resolution skills
  • Sound analytical thinking, planning, prioritization, and execution skills
  • Professional attitude and appearance
  • Build and maintain relationships internally and externally
  • Ability to work on weekends during busy season
  • Previous property management experience and knowledge of RTA an asset
  • Other duties as required
  • Communication: Interacting and communicating (written and verbally) respectfully and professionally
  • Internal Customer Service: Understanding customer needs and provides solutions/support.
  • Attention to Detail: Focusing on important details, process, service, and results
  • Problem Solving and Decision Making: Defining issues, examining alternatives and effects.
  • Time Management and Organization: Using time and resources optimally.
  • Adaptability: Adjusting priorities and pace to reflect changing demands.
  • Accountability: Holds self and others to responsibilities and commitments.
  • Teamwork: Ability to work individually or as a team
  • Has a willingness and commitment to learn and adapt
  • Initiative: Willing to take on challenges for continuous improvement


For consideration please email your resume in MS Word format to with "Customer Care Manager" in the subject line.

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IFG is an equal opportunity employer. We welcome diversity and are committed to creating an inclusive environment for all.